FAQ Organization & Management
Best practices for organizing, maintaining, and maximizing the value of your FAQ library
Building an Effective FAQ Library
A well-organized FAQ library saves time, improves client satisfaction, and documents your business knowledge. This guide covers strategies for organizing categories, writing searchable content, maintaining accuracy, and using your FAQs effectively.
Tip: Treat your FAQ library as a living document. Review and update it regularly as your business evolves.
Organizing by Category
Using Existing Categories
Vixvvo provides 18 built-in categories aligned with dashboard features. When adding custom FAQs, use these existing categories when relevant:
- • Groups related FAQs together (built-in + custom)
- • Makes filtering more useful
- • Maintains consistency for users
- • Leverages familiar dashboard terminology
Example: If you want to document your rush order policy, add it to the "Orders" category alongside the built-in order FAQs.
Creating Custom Categories
For business-specific topics not covered by default categories, create new ones:
Shipping & Delivery: Shipping methods, costs, tracking, international shipping
Payment Terms: Accepted payment methods, deposits, payment schedules, refunds
Custom Services: Painting, assembly, design modifications, consulting
Quality & Returns: Quality standards, return policy, defect handling, warranties
Materials & Finishes: Material options, color matching, surface finishes, post-processing
Category Naming Best Practices
Be Specific: "Payment Terms" is better than just "Payment"
Use Title Case: "Shipping & Delivery" not "shipping and delivery"
Keep It Short: 1-3 words is ideal for category names
Be Consistent: Once you create a category, use that exact spelling for all related FAQs
Effective Tagging Strategy
Why Tags Matter
Tags make FAQs searchable beyond just the question and answer text. Good tagging helps users find information even when they use different terminology than you do.
Types of Tags to Include
1. Core Keywords: Main words from the question/answer
Example: "turnaround", "delivery", "rush"
2. Synonyms: Alternative words users might search
Example: "fast", "quick", "urgent", "express"
3. Related Concepts: Connected topics
Example: "timing", "schedule", "deadline"
4. Action Words: What users want to do
Example: "order", "request", "expedite"
5. Common Misspellings: Variations users might type
Example: "guarante" for "guarantee"
Tag Examples by FAQ Type
Pricing FAQ:
Tags: pricing, cost, price, fee, charge, rate, estimate, quote, how much
Turnaround FAQ:
Tags: turnaround, delivery, time, timing, rush, fast, quick, deadline, when, how long
Payment FAQ:
Tags: payment, pay, paypal, credit card, invoice, deposit, balance, methods
Material FAQ:
Tags: material, filament, PLA, ABS, PETG, plastic, color, finish, strength
Tip: Aim for 5-10 tags per FAQ. Too few reduces searchability; too many dilutes relevance. Focus on quality over quantity.
Writing High-Quality FAQs
Question Writing Guidelines
Use Natural Language: Write questions as clients would ask them
✓ "How do I request a rush order?"
✗ "Rush order request procedure"
Be Specific: Avoid vague questions
✓ "What payment methods do you accept?"
✗ "About payments"
Start with Question Words: How, What, When, Where, Why, Can, Do
✓ "Can I cancel my order after it's started?"
✗ "Order cancellation"
Keep It Concise: One question per FAQ
✓ "Do you offer bulk discounts?"
✗ "Do you offer bulk discounts and what about wholesale pricing and can I become a reseller?"
Answer Writing Guidelines
Start with a Direct Answer: Address the question immediately, then add details
Include Specifics: Actual numbers, timeframes, prices, percentages instead of "some" or "usually"
Use Examples: Show real scenarios or calculations to illustrate your point
Provide Next Steps: Tell users what to do next or how to contact you for more help
Keep It Scannable: Use short paragraphs, bullet points, or numbered lists for readability
Example of a Well-Written FAQ
Question:
"Do you offer bulk discounts for large orders?"
Answer:
Yes! We offer tiered discounts for bulk orders:
- • 10-49 units: 10% discount
- • 50-99 units: 15% discount
- • 100+ units: 20% discount
Discounts apply to the total order value and are automatically calculated when you add items to your order.
For orders of 500+ units or custom enterprise pricing, contact sales@yourbusiness.com for a quote.
Tags:
bulk, discount, pricing, large order, quantity, wholesale, volume
Maintaining Your FAQ Library
Regular Review Schedule
Set a schedule to review and update your FAQ library:
Monthly: Add new FAQs based on recent client questions
Quarterly: Review existing FAQs for accuracy, update pricing or policy changes
Annually: Comprehensive audit to remove outdated FAQs and reorganize categories
As Needed: Immediate updates when major policy, pricing, or service changes occur
When to Update FAQs
- • Pricing changes (material costs, service fees)
- • Policy updates (turnaround times, cancellation rules)
- • New services or capabilities added
- • Contact information changes
- • Software/dashboard feature updates
- • Seasonal changes (holiday schedules, busy periods)
- • Client feedback indicates confusion or outdated info
Warning: Currently, there's no built-in edit function for FAQs in Vixvvo. To update a custom FAQ, you'll need to delete it and create a new one with corrected information. Note the helpful/not helpful counts will reset.
Maximizing FAQ Value
Internal Use Cases
Training Resource: Use FAQs to train new team members on policies and procedures
Quick Reference: Look up your own policies when answering client questions
Process Documentation: Document standard workflows and quality checks
Knowledge Base: Centralize business knowledge that would otherwise be scattered or forgotten
Client-Facing Use Cases
Email Responses: Copy FAQ answers directly into client emails for consistent responses
Website Integration: Export FAQ library and display on your business website
Client Onboarding: Share relevant FAQs with new clients to set expectations
Reduce Support Volume: Direct clients to FAQs before contacting support
Pro Tip: Use the "Export FAQ Library" button (in sidebar Quick Actions) to generate a printable guide or website-ready document of all your FAQs.
Advanced Organization Strategies
Cross-Referencing FAQs
In answers, reference related FAQs to help users find additional information:
"...For more information about our bulk pricing, see our FAQ 'Do you offer bulk discounts?' in the Pricing category."
Creating FAQ Series
For complex topics, create a series of related FAQs that build on each other:
- • "How do I place my first order?"
- • "What file formats do you accept?"
- • "How do I choose the right material?"
- • "What happens after I submit my order?"
- • "How will I receive my finished prints?"
Using Naming Conventions
For large FAQ libraries, use naming conventions to group related questions:
"Pricing: Bulk Discounts"
"Pricing: Rush Orders"
"Pricing: Material Surcharges"
"Materials: PLA Properties"
"Materials: ABS Properties"